Our client is urgently looking for a Technical Support Lead, that will provide/use troubleshooting genius and passion for understanding the customer’ s point of view to drive the end-to-end support process for their company. You’ ll work directly with world-class accounts to guide them through technical challenges and spread your product knowledge. If you are a problem solver, technology enthusiast, and have way with people, you’ ll excel in this role and we want to hear from you
DUTIES & RESPONSIBILITIES
Field all incoming support requests from customers through chat and email channels
Analyze and resolve customer issues, diagnose the root cause, and document research
Serves as the liaison between the company and the customer
Provide support for customer-facing internal teams on product questions
Partner with the engineering team to investigate highly technical issues
Track and measure support requests through entire lifecycle from submission to resolution
Communicate status and push awareness of critical issues to customer success and management teams
Become a subject matter expert in the company’ s platform and customer use cases
Use your frontline knowledge of issues impacting the customer experience to collaborate with product management team on recommended enhancements and bug fixes
Maintain and improve the company’ s how-to knowledge bases such as wikis, FAQs, and help articles
Build out new processes and tools to provide the best possible services to our customers
Assist in training customers and internal employees on how to use company’ s platform
REQUIREMENTS FOR THE ROLE
BS/BA degree
2+ years of experience in a technical support or customer service role
Passion for delivering A+ customer service
Ability to think strategically and keep cool under high pressure situations
Highly motivated self-starter with strong self-discipline
Well versed with support tools such as Intercom and issue tracking tools such as JIRA
Familiarity with HTML, CSS, basic JavaScript, and Chrome DevTool
Understanding of APIs and 3rd-party integrations
Excellent verbal and written communication
Comfortable working with cross-functional and geographically distributed teams
Prior experience with SaaS B2B products
Knowledge of ecommerce and marketing industries (preferred)